Job Title
Senior Executive, Operations In-Flight Services
Reports To
Manager Cabin Crew, In-Flight Services
Role Purpose
To complement Manager Cabin Crew, In-Flight Services in supervising Operations of the department and to ensure Cabin Crew comply and strictly adhere to stipulated Company policies and Regulatory Standards expected of the Company.
Key Accountability
- To control overall discipline of Cabin Crew and take appropriate action on act/s of malpractice and or misconducts and Non Conformance to stipulated grooming guidelines (i.e overall appearance & weight), in accordance to Standing Orders, Policies and instructions as stipulated in Departmental Manual, Disciplinary procedures, Grooming Manual and Safety Emergency Procedures Manual
- Institutionalize and elevate MH value in business through direct and indirect engagement with the team
- Check, clear & reinstate Cabin Crew after Maternity, Long Term Absence due to Medical, long term absence from approved leave, No Pay leave etc in order to ensure standards of grooming requirements are met
- To develop, disseminate and update information to Cabin Crew pertaining to In-Flights Services, operational and station requirements on CIQ (Customs, Immigration and Quarantine) matter and on Grooming related matters
- To investigate, counsel compliments/reprimand Cabin Crew resulting from customer compliments/complaints, Voyage Reports and online performance related matters
- To conduct, counsel and monitor performance of the Cabin Crew on yearly PMS (Performance Management System)
- Be a catalyst of change towards lean and agile in In-Flight Service department
Qualification & Experience
- Degree or alternatively a D1 rank in the field of customer service related industries with minimum 07 years experience in airline operations
Skills & Knowledge
- High interpersonal skill, resourceful, dynamic with good communication skill (verbal & writing skills) and good analytical skill. Familiar with Microsoft Office
- Customer oriented and have good knowledge in HC & IR matters
- Broad knowledge of cabin crew operations & inflight services standards & aviation policies & regulations
- Demonstrate ability to lead and responsible
Key Challenges
- Managing a large number of virtual workforce for an effective staff engagement
- Inconsistency in service delivery due to non adherence to MAB policy and process, product inconsistency
- Managing young work force and the issues associated with the generational change